Service Support Advisor

RIBA Publishing; Liverpool City Region; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Pension up to 12%

Life assurance

27 days annual leave + bank holidays +

Flexible working

Job summary

RIBA is seeking a Service Support Adviser to join the Contact Centre & Membership Servicing team in Liverpool. You will be the first point of contact, delivering timely, accurate support to members and customers while becoming a specialist across the business to provide knowledgeable assistance.

This full-time hybrid role requires strong customer service experience, excellent writing and verbal communication, and the ability to work under pressure in a fast-paced environment.

Qualifications

• Excellent writing and oral presentation skills.
• Ability to understand and manage multiple coexisting systems and processes.
• Ability to work under pressure in a fast-moving environment.
• Strong attention to detail to ensure high quality customer service.

Responsibilities

• Be the first point of contact, providing timely and efficient support to all RIBA members and customers.
• Develop expertise across the business to offer knowledgeable assistance.
• Manage multiple processes and systems to deliver high-quality service.

Skills

Writing skills

Verbal communication

Attention to detail

Under pressure

Problem solving

Tools

CRM systems

Job description

Be part of the vision; be part of RIBA. RIBA is a global professional membership body, and a cultural organisation, driving excellence in architecture.

Salary

c£26,780 per annum

Location

Liverpool/Hybrid

Hours

35 hours per week, full time, permanent

About The Role

Do you have strong customer service experience? Are you confident and willing to learn? Have you worked within a fast-paced customer service environment?

We have an exciting opportunity for a Service Support Adviser within RIBA Contact Centre & Membership Servicing department.

In this important role you will act as the first point of contact, providing timely, effective and efficient support to all our RIBA members and customers. This role will also require you to become a specialist in many areas across the business to enable you to provide a knowledgeable level of support.

What are we looking for?

Essential

• Ability to understand and manage multiple coexisting systems and processes.
• Ability to work under pressure and in a fast-moving environment.
• Attention to detail to ensure high levels of quality.
• Excellent writing and oral presentation skills.
• Logical approach with an eye and appetite for finer detail.

Desirable

• Strong awareness and understanding of the various support provided to our members and customers i.e. Membership renewals & payments, supporting various RIBA platforms via architecture.com (RIBA Academy, PEDR, CPD, Fee Calculator, Contracts etc).
• Experience of handling high levels of incoming and outgoing telephone calls.
• Experience in a customer relation/membership-based environment.
• Knowledge and understanding of managing client/member relationships in a timely, professional, and service-driven manner in accordance with the Data Protection Act.
• Experience of working simultaneously with CRM systems containing multiple customer/membership records and other bolt-on applications.

Why Join us?

RIBA offers an amazing employee benefits package which includes (a) a generous pension scheme with employer contributions (up to 12%), (b) life assurance, (c) annual leave of 27 days plus bank holidays and paid closure of 3 discretionary days between Christmas and New Year. For more details on our benefits click here

We encourage applicants to review the essential criteria carefully and ensure their application clearly demonstrates how they meet these requirements, as applications will be shortlisted against the criteria outlined in the person specification.

Closing date

27th September 2026

Interview date

W/C 5th October 2026

Due to high volumes of applications, we are unable to respond to everyone, however, should you be shortlisted for interview we will be in touch. We may also close an advert earlier than the date above if we receive enough quality applications.

Please note that you must be able to demonstrate that you have the Right to Work in the UK. We are unable to proceed with any candidates who cannot show the relevant documentation so please only apply if you meet these criteria. Unfortunately, we are unable to offer visa sponsorship.

RIBA aims to be an inclusive employer, committed to building an authentic and diverse environment where all are encouraged to be themselves. We champion work/life balance and welcome requests for flexible working across our organisation. We value applications from all sections of society and appreciate divergent experience, therefore if you are excited about the role and working with us, yet your experience may not align perfectly with every single skill or competency, we encourage you to apply anyway.

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